TikTok Shop - Seller Strategy Program Manager - Seattle
Apply NowCompany: TikTok
Location: Seattle, WA 98115
Description:
Responsibilities
Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for a Service Strategy and Planning PM for Seller Support to manage the chatbot operation to improve the seller experience, and drive continuous improvement together with cross functional teams.
Roles & Responsibilities
- Develop chatbot service strategies specifically for seller support, clearly defining chatbot policies, interaction flows, and automated solutions.
- Create, manage, and continuously improve a standardized chatbot Master Service Doc for seller support, facilitating easy adoption by PE and cross-functional teams.
- Implement Level 3 intelligent tagging systems and design automated solutions that leverage these tags to optimize chatbot efficiency and effectiveness.
- Establish and enhance an automated action library, providing standardized atomic capabilities for rapid resolution of seller-related inquiries.
- Collaborate extensively with Operations, Logistics, Governance, Algorithm, and Product teams to ensure integration of chatbot capabilities with seller requirements and external policies.
Qualifications
Minimum Qualifications
- Bachelor's degree in Business, Operations Management, Information Systems, or related fields.
- 5+ years of experience in seller support automation, chatbot service strategy, or related roles.
- Demonstrated analytical capabilities to drive chatbot performance improvements (seller CSAT, FCR,Resolution Rate).
- Familiarity with AI-driven chatbot solutions and intelligent tagging systems.
- Excellent interpersonal and cross-functional collaboration skills.
Global E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.
We are looking for a Service Strategy and Planning PM for Seller Support to manage the chatbot operation to improve the seller experience, and drive continuous improvement together with cross functional teams.
Roles & Responsibilities
- Develop chatbot service strategies specifically for seller support, clearly defining chatbot policies, interaction flows, and automated solutions.
- Create, manage, and continuously improve a standardized chatbot Master Service Doc for seller support, facilitating easy adoption by PE and cross-functional teams.
- Implement Level 3 intelligent tagging systems and design automated solutions that leverage these tags to optimize chatbot efficiency and effectiveness.
- Establish and enhance an automated action library, providing standardized atomic capabilities for rapid resolution of seller-related inquiries.
- Collaborate extensively with Operations, Logistics, Governance, Algorithm, and Product teams to ensure integration of chatbot capabilities with seller requirements and external policies.
Qualifications
Minimum Qualifications
- Bachelor's degree in Business, Operations Management, Information Systems, or related fields.
- 5+ years of experience in seller support automation, chatbot service strategy, or related roles.
- Demonstrated analytical capabilities to drive chatbot performance improvements (seller CSAT, FCR,Resolution Rate).
- Familiarity with AI-driven chatbot solutions and intelligent tagging systems.
- Excellent interpersonal and cross-functional collaboration skills.